Dhruv Loya
Technical Support Specialist @Tesla
- Role
- Powerwall Technical Support Specialist at Tesla
- Location
- Buffalo, NY, US
- LinkedIn followers
- 500 followers
About Dhruv Loya
Hey, I’m Dhruv — a Biomedical Engineer who thrives at the intersection of technical support, quality systems, and process improvement. At Tesla, I don’t just resolve customer issues — I rework the systems behind them. From streamlining SOPs to building scalable documentation and analyzing fleet-level trends, I’m constantly focused on asking, “How do we prevent this from happening again?” What I Bring to the Table- Root cause focused: Experienced in 8D, FMEA, and structured problem-solving frameworks- Data fluent: Skilled in Power BI, Excel, and internal telemetry tools to identify product and support trends- Process-minded: Authored SOPs and documentation that cut down escalations and improved resolution speed- Cross-functional operator: Collaborated with engineering, support, and training teams to deliver systems that scale. Let me know if you’re working on teams that value ownership, structured thinking, and systems that scale — that’s where I’m at my best
Experience
Powerwall Technical Support Specialist
Oct 2024 — Present · Buffalo, NY, US
Spearheaded the redesign and automation of the Powerwall support system documentation, leading a cross-functional effort that resulted in the publication of 14+ standard operating procedures (SOPs) • Coordinated cross-functional teams (PMs, Tier 2, Engineers, Technical Writers) on documentation deliverables to ensure alignment with program goals, reducing escalations and improving resolution times. • Built Bolt Forms to automate Tier 1 escalations, giving agents access to firmware tools and reducing repeat tickets and improving the customer experience: boosting CSAT metrics • Supported 200+ monthly customer cases via telemetry tools like Periscope and Garage: authored internal + external-facing troubleshooting SOPs for recurring issues • Drove systems thinking initiatives and process improvements, which were recognized with the Rockstar Performer of the Quarter and Accelerator of Gigafactory Buffalo awards.
Education
University at Buffalo School of Engineering and Applied Sciences
Bachelor's degree
2020 — 2024
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